Technician – IT Service Management in Airline Domain

We have an urgent requirement for Technician – IT Service Management in Airline Domain (Must)is required for our banking client in Dubai, UAESupport the implementation, operation, maintenance and continual improvement of IT service-management processes to promote efficient, reliable and well-governed IT services aligned with flydubai procedures and ITIL practices.--MustStaff augmentation under day-to-day direction, working across internal IT teams, service owners and vendors. Process ownership and approval authority remain with unless expressly delegated--Must24×7 shift coverage or business-hours coverage with an after-hours on-call roster, as assigned by for the relevant demand.--MustKey ResponsibilitiesExecute and coordinate assigned Incident, Problem, Change and Configuration Management activities in accordance with approved processes, roles and controls.Manage assigned day-to-day ITSM activities, queues, reviews, follow-ups and escalations to support compliance with defined service levels and operational targets.Monitor SLA and KPI performance, identify actual or potential breaches, validate supporting data and coordinate timely corrective or recovery actions.Coordinate internal teams, service owners and vendors to resolve service issues, remove operational blockers and maintain effective stakeholder communication.Monitor effective use of the approved ITSM platform and ensure records are complete, accurate, timely and suitable for operational reporting and audit.Develop and maintain assigned ITSM policies, procedures, workflows, operating instructions, templates and control evidence under flydubai review and approval.Support compliance with IT governance, information-security standards, regulatory requirements and approved service-management controls.Analyze service-performance data and prepare accurate periodic dashboards, reports, trends and management insights.Facilitate root-cause analysis for recurring or significant incidents, track known errors and corrective actions, and follow actions through to verified closure.Support change assessment, scheduling, risk and impact analysis, approvals, implementation coordination, post-implementation review and change-record quality.Provide practical training and guidance to IT teams and vendors on approved ITSM processes, tool usage, role responsibilities and ITIL-aligned practices.Collaborate with stakeholders and service owners to understand business requirements and align operational service-management activities with agreed service outcomes.Maintain the IT service catalogue, service definitions, ownership, support information, dependencies and agreed attributes under the approved governance process.Act as Configuration Controller by maintaining configuration-item standards, records, relationships, baselines, status and lifecycle accuracy in the CMDB.Perform CMDB audits, discovery-to-CMDB reconciliation and data-quality checks; verify authorized updates; report exceptions; and coordinate corrective actions with accountable owners.Maintain and progress improvement opportunities based on feedback, audit findings, service-performance trends, recurring issues and process assessments.Escalate critical service-management issues promptly, support timely resolution and participate in assigned 24×7 shifts or after-hours on-call coverage.Scope of Work:Process ownership and final approvals remain with authorized flydubai roles.Maintain clear ownership and status of open actions.Escalate material breaches and recurring trends.Use approved escalation paths and governance forums.Report tool defects separately from user or process non-compliance.Keep documentation version-controlled and current.Identify and escalate control gaps or non-compliance.Document data sources, definitions and material assumptions.RCA ownership remains with the accountable technical or service owner.Do not approve or implement unauthorized changes.Maintain training materials and attendance evidence where required.Escalate scope, ownership or priority conflicts.Coordinate periodic review and validation with service owners.Ensure configuration updates are authorized and traceable.Track completeness, correctness, compliance and reconciliation outcomes.Define benefits, owners, priorities and measurable outcomes.Follow the assigned roster and critical-incident communication process.Skills: itsm,airline,it service